DoorDash
SaaS
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at DoorDash. Skills: Customer Success Management, Merchant Relationship Management, Cross-functional Collaboration. Own a portfolio of merchants. Drive ongoing engagement”
What You'll Achieve.
Drive long-term success; Ensure merchants have a seamless experience; Drive retention; Drive adoption; Drive merchant growth; Achieve merchant goals; Improve retention; Improve adoption; Improve overall merchant satisfaction
Industry & Context.
Problem-solving skills with the ability to diagnose root causes and develop actionable solutions
What They're Looking For.
Must Have
3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within a technology, SaaS, or marketplace environment, Proven ability to manage a portfolio of accounts and drive outcomes with ownership and accountability, Exceptional written and verbal communication skills, with the ability to handle challenging or high-emotion conversations, Experience identifying customer risk, managing escalations, and driving retention problem-solving skills with the ability to diagnose root causes and develop actionable solutions, Ability to manage multiple priorities and track follow-through with attention to detail, Experience working cross-functionally with internal teams to resolve issues and drive results, Bias for action and ability to operate effectively in ambiguous, fast-paced environments, Tech-savvy and comfortable understanding product functionality and troubleshooting issues at a high level
What You'll Do.
Own a portfolio of merchants
Drive ongoing engagement
Monitor account health
Coordinate with internal teams
Ensure merchants utilize products
Gather merchant feedback
How You'll Work.
Team & Collaboration
Coordinate with onboarding, sales, support, and product teams; Partner cross-functionally with Product, Support, Sales, and Operations
Communication Scope
Exceptional written and verbal communication skills; Ability to handle challenging or high-emotion conversations; Lead customer conversations
Full Job Description
About the Team DoorDash Commerce Platform is DoorDash’s first restaurant software-as-a-service business unit – offering a suite of products and services across online ordering, branded mobile apps, loyalty solutions, and more that enable merchants to reach customers through their own first-party channels. Our newly launched Commerce Platform Merchant Success Operations pod focuses on ensuring merchants have a seamless experience not only during onboarding and launch, but throughout their lifecycle with our platform. Our team strives to drive long-term success by helping merchants adopt our products, grow their business, and realize ongoing value. Within this pod, the Customer Success team plays a critical role in retention, adoption, and merchant growth. This team owns the post-launch experience, proactively working to ensure merchants are successful, engaged, and continuing to see value from our platform. About the Role The Customer Success Manager (CSM) is responsible for owning and driving the ongoing success of our small-to-medium-sized (SMB) merchants using DoorDash Commerce Platform products. This role is the primary point of contact post-launch, ensuring merchants adopt our products, achieve their goals, and continue to grow their business over time. The CSM acts as the merchants’ “quarterback” post-launch — proactively managing relationships, identifying risks, coordinating cross-functional teams, and driving outcomes that improve retention, adoption, and overall merchant satisfaction. On a day-to-day basis, this means working closely with onboarding, sales, support, and product teams to ensure merchants continue to succeed after launch: Managing a portfolio of merchants and serving as the primary owner of the post-launch customer experience Driving ongoing engagement through check-ins, performance reviews, and proactive outreach Monitoring account health, identifying churn risks early, and building action plans to address them Coordinating with internal tea
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